Fourteener!

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About The Colorado Springs, CO Lodge

Opened in December of 2016, Colorado Springs Great Wolf Lodge is the newest lodge in the Great Wolf Lodge brand. As the fourteenth lodge, located in a state that proudly has the highest number of 14,000 foot mountains, the Colorado Pack calls themselves the “Fourteeners” and even shouts “Fourteener!” at the end of their own signature Great Wolf Howl.

On the north side of Colorado Springs, our lodge looks out to an incredible view of the Rocky Mountains and the Air Force Academy. With 311 guest rooms, 8 food and beverage outlets or restaurants have over 500 “pack members.” From quick service outlets to farm-to-table dining, a 50,000 square foot Water Park, an Adventure Park with an indoor ropes course, climbing wall, bowling, and much more, there is something for every guest to enjoy. Our resort has so much to offer that it creates an exciting array of career options and paths, from restaurant and culinary positions to lifeguards, retail, and even a kids’ spa called Scooops.

If you are friendly, have a great attitude and want be a part of creating family traditions, join our Colorado Springs pack!

Team Coach, Contact Center

JOB DESCRIPTION

Job Purpose: The Team Coach will directly supervise the day to day functions of our Contact Center Agents. The Team Coach contributes to the success of the Customer Contact Center by assisting the Team Supervisors and Contact Center Manager through the on-going coaching of Contact Center Agents that assist guests with vacation planning.

Duties:

Guide and coach a team of Contact Center Agents

Actively engage with Contact Center Agents

Deliver coaching to Contact Center Agents with a strong focus on the effortless guest experience

Own the development of Agents to become competent in all levels of the Competency Program

Assist the Team Supervisor with the administration of performance improvement plans, corrective actions, and formal performance reviews

Communicate information regarding new policies and promotions and ensure Agents fully understand and are competent in the processes

Provide encouragement, support, and positive reinforcement to all Agents

Lead by example while embracing and promoting the Great Wolf culture

Complete assigned Quality Monitoring of contacts in an effort to provide coaching and feedback to ensure excellent guest service is delivered on a consistent basis

Primary focus should be on developing and enhancing phone skills, written communication skills, maximizing the guest experience, and converting opportunities into reservations and add-on packages.

Ability to interface with all levels of our organization from front line Contact Center Agents to corporate visitors and lodge guest service team

Assist the Team Supervisor in administering performance improvement plans and formal reviews when appropriate. Escalate performance or policy violations to Team Supervisors as they occur. Promote the High Paws recognition program by recognizing Pack Members on our Service Values to create a positive working environment

De-escalate guest situations to find a proper solution that resolves the guest's concerns and maintains the integrity of the Great Wolf policies and procedures

Proactively offer solutions and suggestions for process and product improvement to leadership

Assist with contact center guest interactions based on business needs and as volume requires

Complete daily tasks as assigned by Team Supervisor and Contact Center Manager

JOB REQUIREMENTS:

Required Qualifications:

High School Diploma or GED equivalent

Minimum 3 years customer service experience

Proficient in Microsoft Word, Excel and Outlook

Flexible Schedule -- Team Coaches share coverage of operation that is open 6a-12a Sunday through Saturday

Preferred Qualifications:

Hospitality experience a plus

Experience in a contact center a plus

Experience in a customer service leadership role with coaching responsibilities a plus